Call Center Workforce Management Analyst

Job Description: Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies, with approximately 7 million medical members located primarily in 15 states and Puerto Rico. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 43-year history, Humana has consistently seized opportunities to meet changing customer needs.

Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.


Humana Inc., headquartered in Louisville, Kentucky, is one of the nation's largest publicly traded health benefits companies, with approximately 7 million medical members located primarily in 15 states and Puerto Rico. Humana offers a diversified portfolio of health insurance products and related services - through traditional and consumer-choice plans - to employer groups, government-sponsored plans, and individuals.

Over its 43-year history, Humana has consistently seized opportunities to meet changing customer needs.

Today, Humana is a leader in consumer engagement. Throughout its diversified customer portfolio, the company provides guidance that can both help lower costs and lead to a better health plan experience.
The Workforce Management Analyst is responsible for the following:


Create daily intra-day forecasts.

Assist in the development of reports and processes to augment planning.

Analyze exceptions to ensure proper shrinkages are and planned and followed.

Work with other departments as needed to aid in the running of the call center and to resolve issues effecting call center associates relating to staffing.

Create ad-hoc reports for Humana leadership as requested.

Compile various daily/weekly reports, including Daily Performance Analysis and Weekly Forecast vs. Actual Comparison.

Handle resignations/terminations as they need to be completed in order for the weekly forecast run.

Overall scheduling and staffing coordination for call center associates.

Maintain WFM software (ASPECT, Info Link and Avaya CMS). Includes set up of new associates, changes to department and supervisor, and removal of associates upon resignation/termination.

Generate work schedules accurately and timely.

Ensure official schedules are created at least 6 weeks in advance.

Responsible for working with managers on shift reassignments.

Schedule and enter exceptions for pre-planned activities such as training, company wide meetings and other company incentives.

Manage Real Time Adherence by monitoring agent schedule and ACD states in RTA, and communication with the supervisors.

Assist in management of service level by offering resolution or project time on a real time basis.

Re-skill or prioritize agent skill sets to ensure service level is achieved daily.

Advise forecaster of unusual occurrences with phone volume or number of exceptions for possible re-forecasting.

Manage time off requests.

Send e-mail and/or Nextel/pager notifications to operations regarding system issues or staffing needs.

Requirements:
- AS degree with Majors preferred in Business, Mathematics, Finance, or equivalent
- Advanced ability with Microsoft Excel
- Strong ability with Microsoft Word
- Experience conducting data analysis or financial background
- Call Center Workforce Management Analysis preferred

Searchable Keywords: Call Center Workforce Management Analyst / gj-mo